Data Science Manager, Operations

📋 Description

• • Lead a high-impact squad of 8-10 data scientists and analysts embedded in Monzoreferrals’ Operations org, owning the end-to-end data lifecycle that powers how we route, prioritise and resolve millions of customer referrals every month.
• • Translate ambiguous operational challenges into crisp data products: from queue-allocation algorithms that shave seconds off every interaction, to predictive models that flag high-risk cases before they escalate.
• • Partner daily with Product, Engineering and frontline Ops leadership to set the roadmap, define OKRs and ensure every experiment or model ships with measurable ROI—whether that’s CSAT, cost-to-serve or referral conversion.
• • Architect scalable data pipelines in our modern stack (Snowflake, dbt, Airflow, Python, TensorFlow) while mentoring your team on best-practice software engineering, experiment design and MLOps.
• • Own the experimentation framework for Operations: design A/B and multivariate tests, run power analyses, and evangelise a culture of evidence-based decision making across 200+ support agents and 50+ product squads.
• • Surface insights through Looker dashboards and ad-hoc narratives that turn complex statistical findings into clear, actionable stories for C-level stakeholders and regulators alike.
• • Champion ethical and responsible AI: implement fairness checks, bias audits and model cards so every algorithm we deploy meets Monzoreferrals’ high bar for transparency and customer trust.
• • Build and retain world-class talent: run inclusive hiring, craft individual growth plans, and foster psychological safety so every scientist can do the best work of their career.
• • Contribute to the broader data community via internal guilds, open-source contributions and conference speaking—amplifying Monzoreferrals’ reputation as the destination for mission-driven data professionals.
• • Balance short-term firefighting with long-term vision: triage urgent live-site issues while simultaneously incubating next-generation ML initiatives that will redefine how digital referrals are handled at global scale.